Summary Report of Incoming Threads

Use the Summary Report on Incoming Threads report to see the basic details of incoming threads of the contact center (without specifying the agents). 

The report includes the threads that are closed by the time you run it except for the threads:

  • Started by an agent (the thread consists of 1 message and is closed right after it is created)
  • Created by the internal API methods
  • Where a client leaves before the thread is distributed to an agent’s personal queue
  • Completely resolved by a chatbot
AttributeDefinition
dateStart date of the reporting period
threadsNumber of processed threads (that is, threads that are switched by an agent from in progress to closed). Includes the number of threads of the closed_by_agent_no_reply attribute.
closed_by_agent_no_replyNumber of threads assigned to agents which they closed without replying to the clients (that is, there are no messages from the agents in the threads). These threads are not included in the calculation of the following attributes:

average_talk_client_time
average_response_time
service_level_agent_30
service_level_30
max_response_time
thread_max_response_time
average_assignment_timeAverage first assignment time: average time from the moment the thread is created to the moment it is first assigned to an agent’s personal queue
average_opening_timeAverage time in which the thread is taken into processing: average time from the moment the thread is created to the moment it is first opened in the chat area
average_response_timeAverage response time: average time from the moment the thread is created to the moment an agent sends their first response to it
service_level_agent_30Number of threads agents answer to within 30 seconds after they are created. To calculate this attribute, the system uses the following formula:

Number of threads that are answered by agents within ≤ 30 seconds since they are created / number of answered threads

For the calculation, the system only uses the threads that are created in the working hours of the channel (according to the channel schedule).
service_level_30Number of threads users (agents or chatbots) answer to within 30 seconds after they are created. To calculate this attribute, the system uses the following formula:

Number of threads that are answered by any users (agents or chatbots) within ≤ 30 seconds since they are created / number of answered threads
average_talk_client_timeAverage dialogue time from the client’s perspective: from the moment the client sends the first message to the moment an agent sends their last message in the thread
max_assignment_timeMax first assignment time: max time from the moment the thread is created to the moment it is first assigned to an agent’s personal queue
max_opening_timeMax time in which the thread is taken into processing: max time from the moment the thread is created to the moment it is first opened in the chat area
max_response_timeMax response time: max time from the moment the thread is created to the moment an agent sends their first response to it
thread_max_assignment_timeID of the thread that has max_assignment_time
thread_max_opening_timeID of the thread that has max_opening_time
thread_max_response_timeID of the thread that has max_response_time
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